A feature-rich, intuitive Web-native help desk application that allowed Williams Lea professionals to get up to speed with only one hour of training

Real-time reports that quickly measure service level metrics

High ROI through process automation

100 percent uptime using Giva help desk software

Significantly lower lifetime total cost of ownership verses other help desk solutions

First-class continuous product enhancements

Compared to FrontRange Solutions HEAT®, Giva eHelpDesk was more feature rich with an intuitive interface that only required a single hour training session for our Help Desk staff to gain proficiency.

Giva's flexible reporting engine facilitates our ability to provide both regular weekly and monthly reports and allows us to be responsive to our clients' requests for ad hoc information.

Giva solutions are fast, functional and reliable, and Giva's support and continuous improvement initiatives are first-class.

Sharon Johnson,
IT Director, Professional Services, Willams Lea

The Challenge

by Sharon Johnson
IT Director, Professional Services, Williams Lea

Prior to using Giva, we were using FrontRange Solutions HEAT® for a number of our clients. Although FrontRange Solutions HEAT® previously met our needs, it became very expensive to maintain and lacked important functions.

Williams Lea was looking for a Web-native application with the capability to allow its employees and client IT staff to open and close service requests and search knowledge bases. In order to lower the lifetime cost of ownership, WL wanted all their clients' offices to be able to access the application via the Internet instead of via expensive leased line WAN. Ease of deployment, maintenance and use were other important factors.

The Solution

We assessed a number of incident management applications, but found that they were either too expensive or cumbersome to implement and use. Compared to FrontRange Solutions HEAT®, Giva eHelpDesk was more feature rich with an intuitive interface that only required a single hour training session for our Help Desk staff to gain proficiency. Giva worked with us to deploy Giva eHelpDesk—in fact, they configured and got it up and running for us in one week. Now, using the Giva help desk solution, we have centralized the help desk function for all of our clients' offices.

The Result

We have been using the Giva help desk solution since July 2002 and have not had any downtime—the application is robust and very reliable. We have one office accessing it in Mexico City and they are equally satisfied with the performance.

Since we provide IT help desk outsourcing, meeting and measuring service level agreements for our clients is extremely important to WL. Since we are contractually committed to meet a number of service level metrics, we place extraordinary demands on our IT vendors. Giva's flexible reporting engine facilitates our ability to provide both regular weekly and monthly reports and allows us to be responsive to our clients' requests for ad hoc information. Report creation, which traditionally took hours, now takes only minutes, and the quality of the information is significantly better.

The ability of our onsite help desk staff to keep our clients' employees productive directly impacts our clients' bottom lines. We initially questioned the speed and robustness of an externally hosted Web-based help desk solution. However, Giva solutions are fast, functional and reliable, and Giva's support and continuous improvement initiatives are first-class. One of the big advantages of Giva solutions is that after business hours, our staff can easily access the system from their home to record incidents and resolutions.

There are enormous overhead costs associated with managing applications and servers. The Giva On Demand Software option has proved an effective way to manage our clients' return on investment and increase productivity. Giva's focus on our needs is extraordinary and it is a refreshing approach for a technology vendor.